Colleges are modernizing student service operations by shifting to omnichannel contact centers that integrate voice, video and text. UC Riverside replaced a legacy PBX with an internet‑based system to centralize enrollment, advising, IT help, and clinical operations, CIO Matthew Gunkel said. Higher‑education leaders view omnichannel platforms as tools to improve responsiveness, retention and recruitment metrics. Implementation decisions will hinge on data governance, staffing models, and integration with CRM and student‑information systems—areas trustees should monitor as part of digital transformation oversight.